Support and Customer Service Manager – £30,000-£35,000– Fairford Leys, Aylesbury
The Role
Do you possess a minimum of 3 years' experience in a customer support or service management role? Are you a strong leader with the ability to analyse data and metrics, along with the capability to guide a team to success? If so, we have an exciting opportunity for you.
We are a Sage Software specialist for schools and businesses, looking to appoint an experienced and analytical Support and Customer Service Manager to our growing team.
You will oversee our customer support operations, managing a team of support specialists, ensuring customer satisfaction and improving service processes. This role requires a blend of leadership and exceptional customer service skills.
If you're a motivated and experienced customer service professional who thrives in a supportive environment, we encourage you to apply!
Key Responsibilities:
- Lead and manage the customer support team including performance management.
- Develop and implement customer service policies and procedures to ensure consistent, high-quality service.
- Monitor and analyse support metrics to identify areas for improvement and ensure timely resolution of customer issues.
- Act as the primary point of contact for escalated customer issues, providing resolution and maintaining customer satisfaction.
- Collaborate with Product Leads and other departments to ensure a seamless customer experience and effective communication.
- Prepare and present regular reports on customer service performance and trends to senior management.
- Stay updated with industry trends and best practices in customer support and service management.
The Company
Dayta, established in 1983, originally provided IT services to local companies. With the arrival of personal business computing, we recognised the power of business software and started working with Sage, becoming one of their first Business Partners to sell and support Sage accounting software.
In addition, we became a Sage Developer, which gives us the ability to provide additional bespoke programming to suit customers that have very special requirements. This relationship has continued and we are proud to provide a full range of Sage 200 products and services as well as Intacct to many types of businesses.
The Person
- Minimum of 3 years of experience in a customer support or service management role, preferably within the software industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proven problem-solving abilities and attention to detail.
- Ability to analyse data and metrics to drive decision-making and improvements.
- Strong organizational and time management skills.